Entry Level Qualification 

12

Career Fields 

Marketing & Sales

For Specially Abled 

Career Entrance Exam 

No Entrance Exam

About Career 

As a Business Process Associate, you will have to handle, monitor, and manage numerous tasks simultaneously in the back office including helping customers or clients with billing/purchasing, creating new customer accounts, etc. Your ultimate goal is to optimize customer satisfaction.

You may either get a job role of a voice process associate or you may be given the role of a non-voice process associate. Essentially, the task of a voice process associate is to attending calls/making calls for sales purposes making sales or to offer customer support, and also for customer retention/collection of dues. Non-voice process associates, on the other hand, handle other back-office tasks such as chatting with the customer, answer emails, communicating with potential customers/clients over social media, and so on for sales/customer support/customer retention/technical support.

Key roles and responsibilities

1. To handle calls from customers/clients and offer practical solutions to their queries/problems.

2. To handle different types of customers/clients on a daily basis and communicate with them effectively while maintaining good telephone etiquettes.

3. To carry out a host of other professional services like Business Research, Legal Services, Financial Analysis, etc.

4. To listen to the grievances of the customers/clients with full attention and speak to them with a neutral and clear accent.

5. To actively contribute to process improvement initiatives in the department.

6. To consistently meet and strive to exceed productivity and quality standards in the workplace.

7. To maintain courteous, prompt, and professional communication (both written and verbal) with internal and external clients.

8. To discuss internal matters with Team Lead/Supervisor and sort workplace issues without hassle.

9. To track, manage, and resolve software deficiencies on customer/client’s behalf.

10. To chat with customers and understand their pain points.

11. To respond to emails in a timely and prompt manner.

12. To create reports, prepare spreadsheets, process paperwork, etc.

Career Entry Pathway 

Class 10 all subjects as per scheme of studies – Class 11-12 with any subject combination as per scheme of studies - Trainee Business Process Associate.

After Class 12, you can look for a job in various companies as a Trainee Business Process Associate.

Class 10 all subjects as per scheme of studies – Class 11-12 with any subject combination as per scheme of studies - Diploma in Business Process Outsourcing/BPM Certification - Job (Business Process Associate).

After Class 12, you can opt for a Diploma course in Business Process Outsourcing or a BPM Certification and then get a job in a company/organization as a Business Process Associate.

Class 10 all subjects as per scheme of studies – Class 11-12 with any subject combination as per scheme of studies - B.A/B.Com/B.Sc/B.Tech/BCA/BBA/LL.B/B.Pharm/MBBS/BDS/BHMS - Job (Business Process Associate)

After Class 12, you can graduate with a B.A/B.Com/B.Sc/B.Tech/BCA/BBA/LL.B/B.Pharm/MBBS/BDS/BHMS degree and then get a job in a company/organization as a Business Process Associate.

Required Qualification & Competencies 

School

Both in secondary and higher secondary level school studies, there is no specific subject requirement. You can complete your school level studies in any subject or any stream of your choice. However, you must have English as your core subject as most jobs in this field demand excellent communication skills in English.

Undergraduate

After completing your school level studies, you can either get a Diploma or a Certificate in BPO/BPM or you can choose to complete your graduation with a B.A/B.Com/B.Sc/B.Tech/BCA/BBA/LL.B/B.Pharm/MBBS/BDS/BHMS degree in any subject or your choice. This is enough to bag a job as a Business Process Associate.
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Compentencies Required

Occupational Interests:

1. Realistic - You must take on a realistic and practical approach to deal with problems and challenges in the workplace.

2. Conventional- you must adhere to the norms and principles involved in the occupation and create products accordingly.

Knowledge

1. Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

2. English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. 

Skills

1. Active Learning: Focused and continuous learning from various sources of information, observation and otherwise for application in getting work done.

2. Active Listening: Giving full attention to what other people are saying, understanding the points being made by others, asking questions, etc.

3. Communication in English: Skills in communicating effectively in writing as well as verbally with others in English language.

4. Coordination: Skills in working together with other people to get things done.

5. Service Orientation: Skills in or keen interest to help and assist people.

6. Supervising: Skills in Supervising and monitoring performance of others, businesses, and different projects.

7. Time Management: Skills in prioritizing work, managing time effectively.

8. Problem Solving: Skills in analysis and understanding of problems, evaluating various options to solve the problems and using the best option to solve the problems.

9. Reading Comprehension: Skills in understanding written sentences and paragraphs in work related documents.

10. Operations and Process Analysis: Skills in analysis of operations and processes such as industrial manufacturing, chemical processing, etc. so as to device better and more efficient operational processes and systems.

Abilities

1. Abstract Reasoning: The ability to understand ideas that are not expressed in words or numbers; the ability to understand concepts that are not clearly expressed verbally or otherwise.

2. Deductive Reasoning: The ability to apply general rules and common logic to specific problems to produce answers that are logical and make sense. For example, understanding the reasons behind an event or a situation using general rules and common logic.

3. Emotional Intelligence: The ability to understand your own and others' emotions and feelings; empathy for others; adjusting your behavior or self-control and self-regulation according to others' emptions and situations.

4. Inter-Personal: The ability to build and maintain good relationships with others at workplaces and elsewhere.

5. Intrapersonal: The ability to clearly understand your strengths and weaknesses, what your capabilities are, what you can do and cannot do, what you like and dislike.

6. Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.

7. Oral Expression: The ability to communicate information and ideas in speaking so others will understand.

8. Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

9. Speed of Closure: The ability to quickly make sense of, combine, and organize information into meaningful patterns.

Personality

1. You are always imaginative or in most situations.

2. You always prefer to experience new things and have new experiences or you mostly do.

3. You can always act independently or could do so in most situations.

4. You are somewhat organized in your day-to-day life and activities.

5. You trust others sometimes but not always.

Career - Job Opportunities & Profiles 

If you are a fresher, you can bag entry-level Business Process Associate roles such as Service Representatives, Technical Support Executive/Associate, Hardware Support Executive/Associate, Software Support Executive/Associate, Network Support Executive/Associate, Customer Support Associate, etc. with a BPO (Business Process Associate) or BPM (Business Process Management) firm. There is no difference as such between the two. While many entry-level roles do not demand extremely high qualifications, if you possess a Bachelor’s degree or you have enough industry experience, you can also aim for senior management roles like Team Lead or Quality Managers.

Work environment

Usually, Business Process Associates have to work in a typical corporate environment. The working hours may range anywhere from 8-9 hours or more depending upon your job responsibility or project. While the work is generally divided in shifts, almost all international voice process associates work in night shifts. You will have to juggle a lot of calls and tasks simultaneously and hence, work can sometimes become stressful.

Specialisation Tracks In This Career

Business Support Operations Management

Operations management deals with the administration of business practices in order to create the highest level of efficiency possible within an organization. Business support operations managers oversee day-to-day operations of a business to ensure goals are achieved with maximum profit. They participate in personnel matters, general administration, and business planning to minimize overhead.

Customer Support Process Management

Customer Support Process refers to the front-facing supply chain management process which represents the organization’s face to the customer. The process is the key point of contact for administering product and service agreements (PSAs) developed by customer teams as part of the customer relationship management process. The process associate strives to eliminate bottlenecks from the service and support chains and maintain consumer satisfaction with the organization’s products and services.

Career Growth

Nowadays, BPO/BPM jobs promise rapid career growth as most companies have started to promote employees from within the ranks. Once you enter the field as a Trainee/Junior Business Process Associate, in about 3-4 years time, you can gain enough industry experience to be promoted to mid-level roles such as Lead Associates/Assistant Manager/Deputy Manager/Assistant Quality Manager, to name a few. After you’ve gained more than ten years of industry experience, there’s scope to get promoted to senior-level job roles like Senior Manager/Senior Consultant/Senior Group Manager, and so on.

Salary Offered  

1. In entry-level careers in the field such as Trainee Business Process Associate or Junior Business Process Associate, you can expect to earn an average monthly salary of around Rs. 8,000 - 20,000.

2. In mid-level job positions (with over 6 years of industry experience), your average monthly salary will range anywhere between Rs. 15,000 - 75,000.

3. In senior-level job roles that demand more than 10-12 years of experience, your average monthly salary can range anywhere between Rs. 35,000 - 200,000 or even more.

Monthly Earnings In Indian Rupee

1. Entry level: 0 - 2 years of work experience 

2. Junior Level: From 1 to 12 years of work experience 

3. Mid Level: From 5 to 20+ years of work experience 

4. Senior Level: From 10 to 25+ years of work experience (there could be exceptions in some high-end technical, financial, engineering, creative, management, sports, and other careers; also in the near future, people will reach these levels much faster in many careers and in some careers, these levels will have no meaning as those careers will be completely tech skill driven such as even now, there is almost no level in a Cyber Security Expert’s job)

Famous Personalities 

Information not available.

Work Activities 

1. Communicating well with customers/clients, co-workers, and other individuals who visit your workplace.

2. Analyzing problems and situations of crisis and find ways to address them in a befitting manner.

3. Using creative thinking and innovative approach to perform various duties in the workplace.

4. Providing guidance and expert advice to customers/clients, or team members on technical or business process-related topics. 

5. Performing day-to-day administrative tasks such as data entry, processing paperwork, maintaining information files, etc.

6. Working with other co-workers on a daily basis like a team player.

7. Handling complaints, settling disputes, and resolving grievances of customers/clients and also conflicts in the workplace with discipline, skill, and tact.

8. Performing a wide range of tasks using a computer.